Diviine Modestee Reviews (%countItem)
Diviine Modestee Rating
Address: 957 W 150 N Ste D, Lindon, Utah, United States, 84042-1239
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I purchased two bathing suits from DM Fashion (Diviine Modestee) and reviewed the return policy prior to making a purchase. There was a list of requirements that needed to be met followed by a return address. I made sure that the items I ordered met the requirements and sent them back to the address listed. I contacted the company on 6/20/18 after waiting several weeks for my refund. I did not receive a response. I emailed the company again on 6/24 to ask why I had not received an answer to my initial email and to ask when I could expect to receive my refund. I was told that they were running behind with returns. I emailed them again on 6/29 to ask why I had still not seen a return, had not received adequate customer service, and to see what resolution could be made for both issues. Soon after I received an email notifying me that I had received store credit rather than a refund. On the webpage with their return policy, below the list of requirements and the return address, was a section that stated if you used a discount code of 20% or higher you would not receive a refund. The list of requirements did not contain an asterisk or any sign that there would be special rules. The return policy simply stated that the clothing needed to be unworn, tags kept on, etc. I contacted customer service to express my frustration not only with the poorly written return policy but also with the lack of customer service. Once again, I did not receive a response. I contacted them from another email and was told that I would be directed to a manager. A week later I contacted them again to ask why I had not been contacted by a manager and they told me they would send a reminder. I have still not heard from a manager.
We are writing in regards to the complaint of this customer. We are open and honest in our return policies. As shown below when a customer reads our return policy the first paragraph noted is that we 'return regular priced items' see below our policy clearly stated. A discount code if used is not regular price. Mrs *** states "I reviewed the return policy before making my purchase" if that was true than she would have read that we only give refunds for REGULAR price items. Mrs. did not have to use the discount code, this was an option, and we clearly state on our policy page that if a discount code is used for 20% or more it is exchange or store credit offered.
There is nothing wrong or incorrect that we have done with regards to Mrs.. We also note our return policy again on our packing list clearly. We are an honest company that does not hide our policies or does not follow through with what our policies have promised.
The store credit is offered to Mrs. of which she can sell to another friend or family member or keep for herself. There is no expiration date on her store credit and can be used at anytime.
We hope this resolves this issue.
Thank you for your time.
DM Fashion
Shipping & Returns
SHIPPING & RETURNS
SHIPPING PROCESS
Once your order is placed we will ship within 3-5 business days. Usually much faster! Once your order is shipped you will receive an email with a link to track to your order. If you need your shipped faster than this time frame, please email [email protected] and we will assist you as best as we can.
Canadian orders will need to allow 3-4 weeks for arrival. Canadian customers are responsible for duty charges incurred.
Orders will be processed within 3-5 business days after which you will receive a confirmation email with updated tracking information. Please allow 3 to 5 business days for package to be delivered. We currently ship to the U.S & Canada (Only US orders qualify for free shipping over $75.)
RETURNING AN ITEM OR ORDER - PLEASE READ CAREFULLY
We accept returns on all items that are regular priced with a full refund minus shipping costs. Returns and Exchanges form will be included in your package. Customers are responsible for shipping costs back to DM Fashion for returns and exchanges.
Complaint: ***
I am rejecting this response because:
I understand that the policy is written and shared on their website. I do not deny that the special circumstances regarding a coupon code is listed in a lower portion on their website. I simply said that it was misleading and having been educated in writing documents that are open and clear, I feel it could be written in a better way. My issue now is that in trying to resolve this and get in touch with customer service and a manager, I have had a 50% response rate. In my initial complaint with Revdex.com, I mentioned waiting to hear back from a manager. I am still waiting. They have failed to return my emails and have failed to get my in contact with a manager. For having an online business, this is completely unacceptable.
My issue now is that in trying to resolve this and receive answers through their customer service, I have received little to no help. I have not been responded to. I do not want to make any further purchases with this business in the event that there is an issue with a future purchase. If I use my store credit and have a problem with an item, I cannot trust that this business will offer adequate customer service. I no longer want ties with this company, and now that I have store credit, I am stuck. How could I sell my store credit to a friend or family member and feel honest about it? Why would I set someone up with the same issues I have been having?
I would like to have these "ties" cut through receiving a refund and having my store credit cancelled. Then I can move on and will no longer consider making a purchase through this business again.
Sincerely